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CUSTOMER SUPPORT

CONTACT US

How do I contact customer support?

For any questions related to the ordering process, please contact customer support at the following address: support@privatedivision-store.zendesk.com

FREQUENTLY ASKED QUESTION (FAQ)

ORDERING FROM PRIVATE DIVISION ONLINE STORE

What is a pre-order?

A pre-order is an order you place prior to the official release date of a product. This option is often available for limited editions. The pre-order is placed by entering all your details, similarly to a direct order, but you will not be charged immediately. Your payment method will be debited only a few days prior to shipment or digital delivery. You will receive a reminder email before you are charged and may modify your payment information accordingly.

What is the difference between a pre-order and a pre-purchase?

A pre-order is an order you place for a product which will be released and shipped at a later date, but for which you will not be charged until a few days before shipment. The pre-order may be cancelled before the product is shipped to you.

A pre-purchase is a pre-order for which you will be charged immediately upon placing your order.

How does digital delivery work?

Digital delivery is a purchase and download system, which allows you to instantly get your product onto your computer, avoiding the hassle of going physically to a store. Once your purchase is completed, you will receive instructions by email to easily download and install your product.

Which payment methods can I use?

You can make a purchase with a credit or debit card (including Visa, Mastercard, Discover, American Express and JCB), but also with PayPal (in relevant countries).

Is the payment secure?

Yes, it is. All information sent to the payment service providers is encrypted and protected with the latest SSL technology, most widely used in the world. It is the guarantee that the transmission of your sensitive information is secure. Moreover, we do not store any payment card information on our servers. The transaction statement will be labelled Scalefast in your bank account.

How do I know if my computer can run my game?

Take a look at the system requirements for the game, on the product’s description page.

I did not receive an email confirming my order. What can I do?

First, please verify the email did not come through as spam. If not, please contact us, providing us with all your purchase details so we may verify your purchase status and send a confirmation email back over to you. The customer support can be reached at the following address: support@privatedivision-store.zendesk.com

How do I contact customer support?

For any questions relevant to the ordering process, please contact customer support at the following address: support@privatedivision-store.zendesk.com

I would like to cancel my order. How can I proceed?

You can ask to cancel your order at the following email address: support@privatedivision-store.zendesk.com. Note, if you have already unlocked your activation key, no refund will be possible as stated in our terms of sales.

Scalefast appears on my account statement. Shouldn't I be billed by Private Division?

No. Scalefast is a trusted PRIVATE DIVISION' partner and the authorised merchant for the products available in this online store.

Where can I find my order ID?

Your order ID can be found in your order’s confirmation email from no-reply@store.privatedivision.com, once you completed your purchase.

Why was I charged for a failed purchase or charged twice for one same purchase?

In either case, any such purchase should not clear your bank’s fraudulent transactions’ verifications. You bank freezes your funds for up to 5 working days before validating or cancelling the transaction, in such a case.
Scalefast does not cash in your purchase within those 5 days. Please contact your bank to ensure the cancellation of the transaction. Should charges still be pending past 5 working days, please contact customer support so that we can investigate and help you resolve this issue, in cooperation with your bank.

The page keeps telling me my purchase is pending

Whilst usually immediate, your order can sometimes take up to 4 hours to be processed. Beyond 4 hours, please try making the purchase a second time. If you are using a payment method that directs you to an external website (such as PayPal), you will be redirected to the store, after filling in your billing details. This procedure will confirm your purchase, and may take up to 60 seconds. To avoid purchasing failures, please do not click on the back/refresh button or close the payment window before this process is complete.

I'm having trouble with my PayPal payment

We do not accept payments with unverified PayPal accounts or with eCheck. To make a payment with PayPal without having a credit card linked to your PayPal account, you must have a sufficient balance on your PayPal account.